THE HEART OF PATIENT CARE – when COVID came calling
by Carol Cline
In an earlier article published in The PAHCOM Journal, I shared that from my perspective, Chronic Care Management is purposeful, practical, and personal. When I talked about the personal aspect of CCM, I introduced you to my dad, Russ. His CCM nurse was instrumental in detecting and alerting both his provider and our family that he was experiencing significant signs of memory impairment. A short time later he moved into a memory care facility and he was doing well. He felt safe and was able to spend several days a week with family including trips to the gym to “keep my waistline where it was when I got out of the Army.”
COVID interrupted dad’s routine. Amid the pandemic, out of an abundance of caution, the memory care facility was locked down to avoid exposing residents to the virus. Although dad’s routine was interrupted (he made it clear he was not a happy camper) he adjusted and managed to turn his shower into a make-shift gym. Who knew disability handles could double as gym equipment! Though his memory wasn’t sharp, his body was strong. The restrictions on visitation meant our connection to Dad was limited to phone calls.
The phone call that took our breath away came the afternoon of June 11. The nurse at dad’s memory care facility explained that his oxygen level had fallen to a dangerous level in the matter of 20 minutes and he was being transported to the hospital. Diagnosed with COVID, within 5 days he was gone.
During those 5 days my family experienced first-hand what I had earlier admired from a distance.
“I am most captivated by the individuals who, without a title, gave tireless hours to whatever capacity they were called. Through their efforts we caught a glimpse of their dedication and resilient spirit, their determination and courage – we saw their heart.”
As an observer, I was in awe of the courage of frontline caregivers serving at the center of the pandemic. No longer an observer, the thoughts I shared earlier became very personal. The compassionate warriors who tried to save my dad, who kept us informed and updated, who recognized and tried to ease his fear were surrogates for our family. We couldn’t be with him so his nurse, Lauren, found an iPad and scheduled a zoom call. We told him we loved him, sang songs he taught us and hymns he loved. He hadn’t been responsive with his care team but when we sang, tears rolled down his cheek, he lifted a hand wrapped in gauze and wiped them away. He tried to speak. His words were muffled by the nasal cannula and mask. His last words were, “I have always loved you all.”
When his nurse called to tell us he had passed, she said he did not die alone. She was with him, holding his hand because that is what she would want if it was her dad. Our family is forever grateful for the compassionate, skilled care dad received from the moment he arrived. Every doctor, nurse and case worker we interacted with during the 5 days in the COVID unit were professional, truthful and walked with us through each step of this unwelcome journey.
Carol Cline
Carol is the Director of Talent Success at HealthXL, LLC, a Virtual Care Services company with solutions that improve patient care, strengthen patient relationships, and increase practice revenue without adding cost to the physician offices.